topic No internet in Broadband

No internet

JW65 — Fri, 18 Apr 2025 19:27:16 GMT

We don't have internet. Test initially states there is a problem but when you do the test, let's fix it, it goes Green and states all is now good. Only it isn't. The trouble shooting then gets you go through all the cables checking the cables but still not working.

Re: No internet

caesarome — Fri, 18 Apr 2025 20:33:54 GMT

@JW65

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: No internet

Emmamariebyrne9 — Sat, 19 Apr 2025 01:49:59 GMT

I'm having the same problem as well with my sky it says on the app when i check for problems it says hub and broadband is having a problem but when I check them both there's nothing wrong with then it's werid

Re: No internet

Daniel0210 — Sat, 19 Apr 2025 05:05:12 GMT

@Emmamariebyrne9

At that time of night it could be essential overnight maintenance taking place which is carried out then to minimise disruption as most customers are asleep.

If it hasn't returned by 7am use the below link to check to see if there are any broadband problems or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault affecting multiple households.

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Its worth adding that for customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support.

Re: No internet

Mr+Flibbles+86 — Sat, 19 Apr 2025 10:34:34 GMT

Thanks for escalating this. We’ve sent an invite to JW65 to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: No internet

Pioneers518 — Mon, 12 May 2025 09:59:30 GMT

No internet

Re: No internet

Daniel0210 — Mon, 12 May 2025 10:00:32 GMT

@Pioneers518
If you haven’t done it yet use this link to check to see if there are any broadband problems or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault perhaps affecting multiple households.

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Its worth adding that for customers working from home remember that Sky Broadband is a domestic service so you won’t receive any extra or quicker support.